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Intermittent drops throughout the day

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Contributor

Intermittent drops throughout the day

Hi,

I have a Netgear CM 1100 modem running Hardware ver 2.02 and firmware ver 7.01.01.  I'm having intermittent drops during the day (and night) that last for about 25 seconds (I've been running pinginfoview to log the drops).

On the modem I get these errors (macs are x'd out)

Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Warning (5)Dynamic Range Window violation
Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

I had a tech out yesterday and he says the signal using his diagnostics is perfect, but as I stated, the issue is intermittent.  

I'm also attaching the log file as well in hopes someone can help explain what it means (I'm just technical, but by no means an engineer)

 

Thanks for any thoughts!

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Expert

Re: Intermittent drops throughout the day

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers. And also the error log entries in their entirety.

 

Is this with a WiFi connection ?



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Contributor

Re: Intermittent drops throughout the day

As stated in the initial post, it is a Netgear CM1100 modem.  DHCP is turned off and I have a Ubiquiti UDM Pro running the DHCP server

 

Here are the Cable connection values that I included in the xlsx attachment that I added in initial post.

 

Thanks!

 

Kaytu_1-1605043628654.png

 

 

 

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Contributor

Re: Intermittent drops throughout the day

Kaytu_0-1605043884205.png

 

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Expert

Re: Intermittent drops throughout the day

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

Or copy all of the text of the status page and paste it into the body of your next post here.



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Contributor

Re: Intermittent drops throughout the day

Hopefully this is readable-

 

Starting Frequency
507000000
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 9 507000000 Hz 7.0 dBmV 42.9 dB 667906912 2364 5083
2 Locked QAM256 1 459000000 Hz 7.9 dBmV 43.3 dB 676073138 1868 3494
3 Locked QAM256 2 465000000 Hz 7.7 dBmV 43.4 dB 704871670 6748 16109
4 Locked QAM256 3 471000000 Hz 7.5 dBmV 43.3 dB 704909106 6611 13461
5 Locked QAM256 4 477000000 Hz 7.3 dBmV 43.2 dB 704929058 6395 15058
6 Locked QAM256 5 483000000 Hz 7.1 dBmV 43.1 dB 704969721 5833 14250
7 Locked QAM256 6 489000000 Hz 7.0 dBmV 43.1 dB 704957388 6024 12933
8 Locked QAM256 7 495000000 Hz 7.0 dBmV 43.0 dB 704997341 5772 14981
9 Locked QAM256 8 501000000 Hz 7.0 dBmV 43.1 dB 705001322 6536 16533
10 Locked QAM256 10 513000000 Hz 7.0 dBmV 43.0 dB 705041364 6582 15840
11 Locked QAM256 11 519000000 Hz 7.0 dBmV 43.2 dB 705059763 6516 15428
12 Locked QAM256 12 525000000 Hz 7.0 dBmV 43.1 dB 705072270 6491 14038
13 Locked QAM256 13 531000000 Hz 6.8 dBmV 43.0 dB 705080636 6628 14371
14 Locked QAM256 14 537000000 Hz 6.8 dBmV 43.1 dB 692397778 6467 15158
15 Locked QAM256 15 543000000 Hz 6.6 dBmV 42.9 dB 694391841 1667 4373
16 Locked QAM256 16 549000000 Hz 6.5 dBmV 42.8 dB 705092225 6958 15006
17 Locked QAM256 17 555000000 Hz 6.4 dBmV 42.9 dB 705105010 6257 15217
18 Locked QAM256 18 561000000 Hz 6.2 dBmV 42.5 dB 705113726 6535 12877
19 Locked QAM256 19 567000000 Hz 6.2 dBmV 42.6 dB 705118190 6426 13729
20 Locked QAM256 20 573000000 Hz 6.1 dBmV 42.6 dB 705120886 6277 14395
21 Locked QAM256 21 579000000 Hz 6.1 dBmV 42.6 dB 705129061 6443 12077
22 Locked QAM256 22 585000000 Hz 6.2 dBmV 42.7 dB 705131009 6403 13748
23 Locked QAM256 23 591000000 Hz 6.3 dBmV 42.6 dB 705135620 6339 13628
24 Locked QAM256 24 597000000 Hz 6.3 dBmV 42.6 dB 705142207 6325 12415
25 Locked QAM256 25 603000000 Hz 6.2 dBmV 42.3 dB 705145800 6443 13911
26 Locked QAM256 26 609000000 Hz 5.4 dBmV 42.1 dB 692514029 6464 13065
27 Locked QAM256 27 615000000 Hz 4.9 dBmV 41.9 dB 692522171 6709 13344
28 Locked QAM256 28 621000000 Hz 4.5 dBmV 41.6 dB 692531838 6712 12723
29 Locked QAM256 29 627000000 Hz 4.6 dBmV 41.6 dB 692540106 6228 13468
30 Locked QAM256 30 633000000 Hz 4.7 dBmV 41.5 dB 692560642 6503 14364
31 Locked QAM256 31 639000000 Hz 4.6 dBmV 41.5 dB 692561429 6552 11716
32 Locked QAM256 32 645000000 Hz 4.9 dBmV 41.6 dB 692538540 6312 14251
Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 5 36500000 Hz 41.8 dBmV
2 Locked ATDMA 6 30100000 Hz 42.8 dBmV
3 Locked ATDMA 7 23700000 Hz 43.3 dBmV
4 Locked ATDMA 8 17300000 Hz 44.3 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV
Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0 159 702000000 Hz 5.9 dBmV 40.5 dB 1546 ~ 2549 2273856953 110823 1255
2 Not Locked 0 0 0 Hz 6.7 dBmV 0.0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

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Expert

Re: Intermittent drops throughout the day

The signal levels are o/k. Are there any error log entries being shown ? If so, please also post them in their entirety.



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Contributor

Re: Intermittent drops throughout the day

Here are the latest logs, but the last time I actually had a ping fail was at 10:47am 11/10/20

 

2020-11-10, 16:08:45 Warning (5) Dynamic Range Window violation
2020-11-10, 16:08:45 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2020-11-10, 10:51:32 Warning (5) Dynamic Range Window violation
2020-11-10, 10:51:32 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2020-11-10, 10:18:35 Warning (5) Dynamic Range Window violation
2020-11-10, 10:18:35 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2020-11-10, 10:02:37 Warning (5) Dynamic Range Window violation
2020-11-10, 10:02:37 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
2020-11-10, 04:44:44 Warning (5) Dynamic Range Window violation
2020-11-10, 04:44:44 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3;CMTS-MAC=:ee;CM-QOS=1.1;CM-VER=3.1;
2020-11-10, 04:44:44 Warning (5) Dynamic Range Window violation
2020-11-10, 04:44:44 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2020-11-10, 04:43:44 Warning (5) Dynamic Range Window violation
2020-11-10, 04:43:44 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2020-11-09, 19:53:31 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2020-11-09, 19:08:13 Warning (5) Dynamic Range Window violation
2020-11-09, 19:08:13 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=8;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2020-11-09, 19:07:14 Warning (5) Dynamic Range Window violation
2020-11-09, 19:07:14 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

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Expert

Re: Intermittent drops throughout the day

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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Contributor

Re: Intermittent drops throughout the day

Thanks for taking a look.  The tech that came out yesterday mentioned something about "if the problem persists, it might be in the node".  I'm not entriely sure what means, but hopefully someone can look into it.  I recall several years ago when I first signed up for Xfinity voice, I had problems and they were able to remotely monitor my signal for a day or two and resolve the issue with those results. 

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Official Employee

Re: Intermittent drops throughout the day

Hi @Kaytu

Thanks for posting to the Xfinity Forum to share the experience you're having. I'd be happy to assist you further! I'll start by taking a deeper look into your premise signal levels and the health of your node to see if I can pinpoint a cause for the intermittent issues.

Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address. 


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